Backblaze External Website - Technical Support Engineer
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Requirements
• Expertise/Experience with Text Shells (Powershell, Bash, and Terminal). • Scripting and Automation Experience or Familiarity. • B1 Troubleshooting Expertise, including error codes, Bztransmit Errors, and Installation Errors. • Networking troubleshooting experience, including knowledge of CORS, TCP/IP, TLS, and HTTPS. • General knowledge of Internet protocols, Computing, data collection, and analysis. • Familiarity with data visualization tools (Opensearch and Grafana). • At this point, we hope you're feeling excited about the job description you're reading. Even if you don't meet every requirement, we still encourage you to apply. Learning, developing, and growing are key parts of our culture. We're eager to meet people who believe in our mission and can contribute to our team in various ways. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.
Responsibilities
• Handle and resolve customer issues, driving issues to resolution, and acting as an ambassador of Backblaze and its products. • Communicate directly with customers via video/phone call for information gathering and troubleshooting needs, utilizing call control and de-escalation skills. • Manage escalations received from the account administration team and other groups. • Provide Silent Install Troubleshooting for the B1 Client and Silent Installer/Enterprise Deployment Support. • Troubleshoot a variety of integrations. • Act as a technical resource to the CSM and other sales teams. • Conduct detailed investigation of reported "Bugs" to provide Quality Assurance (QA) a detailed report, including QA Data Collection (Error logs, Behavior patterns, OS specifics, Application version). • Review support tickets for potential trends/issues, focusing on integrations, and providing trend reporting to Leadership/Management. • Expand and contribute to documentation, including Log and error Confluence KB expansion, and communicating updates to the Technical Writing team for public-facing KB Articles. • Provide Integration Training to the team via "Get Familiar With" meetings. • Track issues using task management systems like JIRA. • Monitor B1/B2 infrastructure outages and alerts (Sev-1 through Sev-4). • Utilize advanced technical knowledge of Backblaze Products (B1/B2/S3) and network protocols (TCP/IP, UDP, DNS, HTTPS, Telnet/MTR(ICMP)). • Implement processes to escalate issues and work cross-functionally with other teams (Operations, SRE, TAMS, Engineering, NetEng). • The Right Fit: • Experience in customer-facing technical support. • Foundational Understanding and competency with Linux, MacOS, and Windows operating systems, including text shells (Bash, Terminal, CMD, PowerShell). • Competence and familiarity with technical concepts involving networking and filesystems. • Familiarity with task tracking and management systems (ticketing, JIRA, Salesforce). • Ability to learn new technologies quickly and a drive for personal development. • Experience with API usage and Python familiarity (installation and use). • Comfortable with AI Agents and Tools to enhance productivity. • Minimum 2-3 years of experience.
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